Senior Call Centre Operations Executive

2 days ago

Karachi, Sindh, Pakistan beBeeOperations Full time 1,000,000 - 1,600,000
Call Center Manager Job Description

Your duties will include but not limited to:

  • Recruitment and setting up the complete facility including sourcing equipment, effective resource planning and applying call centre strategies and operations.
  • Managing the daily running of the call centre, including receiving calls, chats and emails from customers and clients, e.g. queries, requests, orders and complaints.
  • Conducting needs assessments, performance reviews and cost benefit analyses.
  • Ensuring all relevant communications and data are updated and recorded.
  • Advising clients on products and services available.
  • Monitoring random calls to improve quality, minimize errors, and track operations and sales performance.
  • Reviewing the performance of staff, identifying training needs and planning training sessions.
  • Recording statistics for rating agents and the performance levels of the centre.
  • Preparing reports on these statistics, ratings and performance levels.
  • Handling the most complex customer complaints or enquiries.
  • Organizing shift patterns and the number of staff required to meet demand.
  • Fulfillment of day-to-day requirements such as utilities and other requirements for managing smooth call center operations including dealing with authorities if required.

Job Requirements:

  • 6+ years experience in a similar role.
  • Clientele mostly from Europe, USA, and UK.
  • Leadership skills and past experience in leading the department.

Job Specifications:

  • Effective communication and interpersonal skills.
  • Strategic thinking and problem solving skills.
  • Ability to work under pressure and meet deadlines.

Additional Benefits:

  • Opportunity to work in a dynamic and fast paced environment.
  • Chance to develop leadership skills and take on new challenges.

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